Customer Success Manager, Axon 911

Axon is a company dedicated to protecting life through innovative technology and solutions. The Customer Success Manager will be responsible for enhancing customer satisfaction and promoting the use of Carbyne's technology by managing operational activities and building strong relationships with clients.

Responsibilities:

• Serve as the lead point of contact for any and all matters specific to our customers
• Develop trusted relationships with decision-makers, key personnel, and IT staff
• Engage in a high-touch communication model with customers on a regular basis, based on Carbyne's best practices
• Clearly communicate product usage and analytics on a quarterly or as needed basis to the relevant stakeholders
• Work closely with internal teams to present, meet, and exceed customer expectations and perceptions
• Identify and track enhancement requests for future features and functionality
• Advocate for customer success and adoption
• Partner with Carbyne's sales team to develop a plan for customer success and expansion to achieve growth goals
• Identify upsell opportunities and communicate any potential risks that would threaten renewal
• Master Carbyne's products to promote customer adoption and usage, communicating the most relevant features/functionality for their specific business needs
• Enhance the effectiveness and efficiency of operational processes and systems
• Develop and implement customer success policies and procedures
• Identify and implement strategies to improve customer satisfaction and product adoption
• Understand various post-sale adoption methods and devise ways to measure and improve customer onboarding and handoff experience